Customer Support Representative

PaymentWorks, Inc.; Northern (KY); Hybrid; USD 50,000 - 75,000; Full time

Job summary

PaymentWorks is seeking a Customer Support Representative to join our Customer Support team. You will handle inbound requests, triage issues, and deliver timely, clear responses while building product knowledge.

You will collaborate with cross-functional teams, contribute to knowledge base content, and help improve processes. This role is remote with state restrictions; strong communication and problem-solving are essential.

Qualifications

• Excellent written and verbal communication.
• Experience with CRM or ticketing platforms (HubSpot, Salesforce, Jira).
• Exceptional attention to detail and strong organizational skills.
• Experience in high-volume, deadline-driven customer support, preferably in financial services.
• Ability to manage multiple priorities and work efficiently in a fast-paced environment.
• Strong problem-solving and proactive approach to solutions.
• Ability to work independently and collaboratively as part of a team.
• Commitment to continuous learning and professional growth.
• Interest in improving processes and contributing to team efficiency.
• Understanding of Accounts Payable and ACH payment processes is preferred.
• Experience supporting strategic or high-value customer accounts, including managing expectations.

Responsibilities

• Manage a high volume of inbound support tickets and ensure timely, professional responses.
• Triage incoming requests to prioritize work and route tickets appropriately.
• Resolve customer questions and service issues across channels (email, phone).
• Communicate clearly with customers, adapting messaging to technical and non-technical audiences.
• Investigate issues thoroughly and escalate when required.
• Collaborate with cross-functional teams to support resolution and customer experience.
• Contribute to knowledge base articles, templates, and SOPs to improve efficiency.
• Develop knowledge of the PaymentWorks platform and customer workflows.
• Review customer usage patterns to identify issues or improvement opportunities.
• Support process or product improvements through proactive insights.
• Collaborate with team members and maintain a positive team environment.
• Provide coverage during holidays to ensure continuity of service.

Skills

CRM experience

Strong communication

Attention to detail

High-volume support

Multitasking

Problem solving

Team player

Continuous learning

Process improvement

Accounts Payable/ACH knowledge

Strategic accounts support

Tools

HubSpot

Salesforce

Jira

Job description

PaymentWorks is hiring a Customer Support Representative to join our Customer Support team. This role is responsible for managing inbound support requests, resolving customer issues, and delivering a high-quality support experience.

As a Customer Support Representative, you will serve as the frontline of Support—triaging incoming requests, resolving standard issues, and ensuring customers receive timely, clear, and actionable responses. You will develop a strong understanding of the PaymentWorks platform and customer workflows, using that knowledge to efficiently diagnose issues and determine when escalation is required.

This role plays a key part in maintaining Support efficiency by contributing to documentation, identifying trends, and continuously improving how we support our customers.

The ideal candidate is reliable, detail-oriented, and customer-focused. You are a strong communicator, a proactive problem solver, and someone who thrives in a fast-paced, dynamic environment.

You Will:

• Manage a high volume of inbound support tickets, ensuring timely and professional responses
• Triage incoming requests to prioritize work effectively and ensure tickets are routed appropriately
• Resolve customer questions and service issues across multiple channels (e.g., email, phone)
• Communicate with customers clearly and professionally, adapting messaging to both technical and non-technical audiences
• Investigate issues thoroughly and escalation is required
• Collaborate with cross-functional teams as needed to support issue resolution and ensure a positive customer experience
• Contribute to the creation and maintenance of knowledge base articles, snippets/templates, and SOPs to improve team efficiency and consistency
• Continuously build knowledge of the PaymentWorks platform and develop a strong understanding of customer workflows and processes
• Review customer usage patterns and support interactions to identify potential issues or opportunities for improvement
• Demonstrate curiosity and critical thinking to identify and articulate areas for process or product improvement
• Collaborate with team members and contribute to a positive, supportive team environment
• Provide support coverage during company-observed holidays as needed to ensure continuity of service for customers
• Work assigned schedules that support coverage across established support hours, which may change based on business needshallenge the organization to keep the customer in mind while making difficult prioritization decisions that reflect the product’s vision, strategy, and goals.

You Have:

• Strong communication skills, including clear and effective written and verbal communication
• Experience using a CRM or ticketing platform (e.g., HubSpot, Salesforce, Jira)
• Exceptional attention to detail and strong organizational skills
• Experience working in a high-volume, deadline-driven customer support environment, preferably in financial services
• Ability to manage multiple priorities and work efficiently in a fast-paced environment
• Strong problem-solving skills and a proactive approach to identifying solutions
• Ability to work both independently and collaboratively as part of a team
• Demonstrated commitment to continuous learning and professional growth
• Interest in improving processes and contributing to team efficiency
• Understanding of Accounts Payable and ACH payment processes is preferred
• Experience supporting strategic or high-value customer accounts, including managing expectations and delivering clear, proactive communication

Why Work Here:

• We have a proven market need and strong product-market fit.
• Our platform helps organizations automate and secure critical business workflows.
• We value team collaboration, creative thinking, and making meaningful impacts every day.
• We are nimble and move quickly—no two days are the same!
• We offer flexibility, unlimited PTO, and robust benefits to support your life outside of work.
• You’ll have a clear, direct impact on the experience of our customers and the effectiveness of our teams.

Applicants must pass a background check prior to being officially accepted for employment.

Job is remote; however, applicants must reside in one of the following states:

At PaymentWorks, we base our employment decisions entirely on business needs, job requirements and qualifications. We do not discriminate based on race, gender, religion, health, parental status, personal beliefs, veteran status, age or any other status. We have zero tolerance for any kind of discrimination, and we are looking for candidates who share those values. Applications from women and members of underrepresented minority groups are welcomed.

About PaymentWorks

PaymentWorks is the vendor identity platform for B2B payments, serving as the front door to the ERP. Customers automate both vendor onboarding and updates, transfer ACH fraud risk, and digitize payments through the largest network of authenticated payees.

References: Must provide three references of which one must be from a former employer.